Returns, Cancellations and Refunds


Penny’s Thoughts provides bespoke and personalised products, we are therefore unable to take returns or offer refunds on personalised goods. This does not affect your statutory rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in terms of Non-Personalised products.


*Please note: Customers are liable for the costs of returning goods to us via a traceable/proof of posting method.


Please contact us for our return address and further instructions for returning goods - Customers can contact us via our 'contact us' page or email: jan@pennysthoughts.uk


Once the returned items have been received, we will an email confirming receipt and begin the refund process. We aim to issue refunds within 14 business days. Orders will only be refunded to the payment method used to make the purchase.

*Please note, refunds can take a further 5 business days to return to debit/credit cards.


Cancellations must be requested via email. If your order has already been dispatched before a cancellation can be actioned, you will be liable for the costs of returning goods to us via a traceable/proof of posting method.   


If goods are faulty or you believe a mistake has been made with your order, please contact us within 14 days of receipt. We will be happy to assist and resolve with a replacement or refund for the faulty item.


This returns policy does not affect your statutory rights.